Apple courier (Uber) may have stolen 2 Macbooks I bought and it's looking like Apple is not going to help.

[laptech]

This is from that 2023 MR post

While many Apple Stores in the U.S. offer two-hour delivery of in-stock products for $9, customers should beware of potential theft and subsequent refund difficulties when considering this option, based on online complaints over the years.

Apple has offered same-day delivery in most metro areas in the U.S. since at least 2019. Many orders were delivered by Postmates when the service first became available, and after Postmates was acquired by Uber in 2020, Uber Eats is now Apple's primary delivery partner. Anyone who drives for Uber can accept Apple deliveries via Uber Eats in the same way as a food or drink order, despite most Apple purchases being significantly more valuable.

It would appear Apple offered a local delivery of in-stock products for $9 and this used to be delivered by Postmates but Uber acquired the company in 2020 which means customers would be getting local deliveries of in-stock products by Uber Eats. I therefore wonder if Apple have the same contract in place in other countries, providing a quick local delivery of in-stock items to be delivered by an Uber driver.

I therefore wonder if the OP selected this quick delivery option as their choice of delivery? because if so it would explain why Uber Eats was supposed to deliver in instead of one of the other established couriers.

 

[BigBlur]

When Apple dispatches a device to you, it comes with a unique serial number, ensuring that no one else can register it apart from yourself, particularly in circumstances like the one we're discussing here. Or am I mistaken?

No, Apple doesn't do that. They don't register the serial number to your account so that only you can register it. What if it's meant to be a gift? You'd have to open it, set it up, register it, wipe it, and then gift an open/used device. Even if they did, it wouldn't prevent someone from stealing the package.

I’m in the EU, and we’ve never had anything stolen before. The courier is required to log all deliveries on their portable device, which has GPS tracking.

Same here in the US and Canada when using the major couriers. It's still not a foolproof system though. A worker could easily swap out the item in the box with something else if they really wanted to. The package is still routed, scanned, and delivered normally, as if nothing happened. I wouldn't say it's common, but it does happen.

 

[chmania]

No, Apple doesn't do that. They don't register the serial number to your account so that only you can register it. What if it's meant to be a gift? You'd have to open it, set it up, register it, wipe it, and then gift an open/used device. Even if they did, it wouldn't prevent someone from stealing the package.

There’s supposed to be a complaint, and that’s where the S/N comes into play for Apple to verify against. That’s what any self-respecting company would do. When a package is handed over to a courier, the dispatcher scans it, and all the necessary information is recorded. An email or SMS, or both, is sent to the recipient. If Apple had refused the complaint, it means there was no complaint to begin with.

Same here in the US and Canada when using the major couriers. It's still not a foolproof system though. A worker could easily swap out the item in the box with something else if they really wanted to. The package is still routed, scanned, and delivered normally, as if nothing happened. I wouldn't say it's common, but it does happen.

Apple and the courier company can easily check in real time where the item is at any given moment. The couriers (and Uber Eats drivers) are simply trying to earn a living by doing their jobs legally; they’re not about to jeopardise their future by stealing the packages they’re entrusted to deliver.

 

[theorist9]

No, Apple doesn't do that. They don't register the serial number to your account so that only you can register it. What if it's meant to be a gift? You'd have to open it, set it up, register it, wipe it, and then gift an open/used device. Even if they did, it wouldn't prevent someone from stealing the package.

But surely they could (and maybe do) record the serial number of every device they sell. Then if the purchaser says they never received it, and files a police report, they could track their systems to see if anything with that device ID shows up (which it should every time that device connects with Apple.com, which it will need to do anytime it does a software update).

Then, if the person in possession of the device happens to activate FindMyMac, Apple could inform the police, the police could go to that address, retrieve the device, ask the person who they bought it from, etc.

 

[Six0Four]

Found this from 2023, is very very similar, an MR article about Uber stealing a customers iphones.

Apple Store Customer Claims Uber Driver Stole Their $2,000 Delivery Order and Apple Won't Offer Refund [Updated]

While many Apple Stores in the U.S. offer two-hour delivery of in-stock products for $9, customers should beware of potential theft and...

www.macrumors.com

Appears in this case the situation was only resolved due to a member from Apple's leadership team getting in contact with the customer. I wonder how the OP can get in contact with the leadership team.

Thanks, I saw this. I'm not sure how to get a hold of the leadership team but I think the person that contacted me after emailing Tim Cooks email was pretty high up. They were "Apple retail executive relations".

 

[Six0Four]

But surely they could (and maybe do) record the serial number of every device they sell. Then if the purchaser says they never received it, and files a police report, they could track their systems to see if anything with that device ID shows up (which it should every time that device connects with Apple.com, which it will need to do anytime it does a software update).

Then, if the person in possession of the device happens to activate FindMyMac, Apple could inform the police, the police could go to that address, retrieve the device, ask the person who they bought it from, etc.

Ya I was always under the impression that Apple could very easily track computers by their serial numbers. It seems absolutely ridiculous to steal an Apple computer. Very high risk with little reward, especially doing the crime while working and risking a criminal charge, losing your job and depending on your visa status, deportation.

 

[Six0Four]

If it were me I'd politely update the lady to let her know you live in an apartment complex, that Uber claims the package was delivered at time X but that, at your request, your landlord has viewed timestamped security camera footage of the apartment entry door between time Y and time Z, and confirms no one was in the video except for you going outside to check for the package. Add that this serves as definitive proof that that the package was never delivered as claimed, and that you've provided your landlord's contact info. to the police, though the police have not contacted him yet, adding that you'd be happy to provide your landlord's contact info. to Apple [of course you'll want to ask your landlord first] if they would like to speak with him directly. Your landlord will also need to confirm that this is the only entry to the apartment complex, or at least the standard entry that all deliveries use.

Finally, inform her that you have initiated a chargeback with your credit card, and that you hope Apple would be willing to examine your landlord's video evidence and provide a refund.

Finally I'd add (though you may not wish to, though this does add a tone of seriousness) that you "hope the police will use the video evidence to pursue criminal charges against the Uber driver, and possibly his or her supervisor if they were also aware of the theft."

This is a good idea, thanks a lot.

 

[chmania]

Thanks, I saw this. I'm not sure how to get a hold of the leadership team but I think the person that contacted me after emailing Tim Cooks email was pretty high up. They were "Apple retail executive relations".

Have you seen these too?

 

[Six0Four]

View attachment 2450672

Have you seen these too?

I made those posts.

That top comment was from a commenter, not me.

 

[chmania]

I made those posts.

That top comment was from a commenter, not me.

If you’ve requested same-day delivery, and an Uber Eats driver was used for the delivery, it suggests that the Apple store or dispatch point is in the same city as you. Therefore, you could always pop into the store, have a word with the manager, and sort out your issue directly, don’t you think?

 

[laptech]

If you’ve requested same-day delivery, and an Uber Eats driver was used for the delivery, it suggests that the Apple store or dispatch point is in the same city as you. Therefore, you could always pop into the store, have a word with the manager, and sort out your issue directly, don’t you think?

View attachment 2450689

That is a very good suggestion because Uber eats is used for local delivery. Apple would not use Uber for long distance deliveries, they would use one of their more established couriers for that such as UPS.

Delivery and Pickup

Get the Apple products you want, the way you want. Get free delivery or in-store pick-up when you buy online.

www.apple.com

According to Apples website they offer same day delivery of in-stock items from an Apple store for $9. If you look at my post with the MR link about the stolen iphones you will see that local delivery used to be done by courier Postates but Uber acquired the company in 2020 meaning this local delivery service would now be carried out by Uber. This means the OP's macbooks came from a local Apple store. The order receipt should have the store name where the macbooks have been sent from. The receipt should also show the same day two hour delivery charge on the receipt.

So, like I said, there is no way Apple would use Uber for long distance deliveries. This means the macbooks came from a local store. The OP needs to find which store it was and go see the manager of that store.

 

[Six0Four]

If you’ve requested same-day delivery, and an Uber Eats driver was used for the delivery, it suggests that the Apple store or dispatch point is in the same city as you. Therefore, you could always pop into the store, have a word with the manager, and sort out your issue directly, don’t you think?

View attachment 2450689

Even if I knew what store it came from which I dont, you think a store manager will have more pull than a manager over the phone or someone from Apple retail executive relations? Apple already closed two investigations.

The receipt doesn't state the store but I could try and call and ask.

 

[laptech]

Even if I knew what store it came from which I dont, you think a store manager will have more pull than a manager over the phone or someone from Apple retail executive relations? Apple already closed two investigations.

The receipt doesn't state the store but I could try and call and ask.

View attachment 2450692

That is not the correct receipt because it is empty. Your order receipt will have your name on it, your address, the serial number of the macbooks, the date of delivery, where the macbooks are being shipped from.

 

[chmania]

Even if I knew what store it came from which I dont, you think a store manager will have more pull than a manager over the phone or someone from Apple retail executive relations? Apple already closed two investigations.

The receipt doesn't state the store but I could try and call and ask.

View attachment 2450692

Of course, that’s why he or she is the store manager. The daily fare cap for public transport in Edmonton is £10.25 CAD, and who would turn down the opportunity to visit the Apple store when you’re spending so much on an Apple product, or especially two of them?! The Apple store is open even on Sundays, and parking is free.

And that 'receipt' is not a real receipt, just an empty piece of paper.

 

[Six0Four]

That is not the correct receipt because it is empty. Your order receipt will have your name on it, your address, the serial number of the macbooks, the date of delivery, where the macbooks are being shipped from.

No store address.

 

[Six0Four]

Of course, that’s why he or she is the store manager. The daily fare cap for public transport in Edmonton is £10.25 CAD, and who would turn down the opportunity to visit the Apple store when you’re spending so much on an Apple product, or especially two of them?! The Apple store is open even on Sundays, and parking is free.
View attachment 2450693

And that 'receipt' is not a real receipt, just an empty piece of paper.

Whats with the attitude guy? People have many reasons they cant make it to a store to buy in person, you think Im going to explain why to you? And dont tell me what a real receipt is, I posted the "real" receipt.

 

[laptech]

No store address.


View attachment 2450694

Your receipt does not show the words 'Shipped To'. Where it should say 'Shipped To' instead it say's 'Location' and also the receipt does not show any local delivery fee's. I am assuming Shipping Fee's for AOS stands for Apple One Service, am I correct?

Uber only do local pickups but your receipt does not indicate anything of the sort so it still begs the question why did Uber eats try to deliver your macbooks.

What has got me confused is that if your macbooks were going to be delivered by UPS or Fed EX or a courier like that, your invoice would be saying 'Shipped to' but because it says 'Location' that implies to me that it's meant to be a local pick up from a store. The only reason I am asking is because I have had invoices from a same company that I buy stuff from and if they have not got it at my local store and it has to be shipped from their warehouse the invoice I get says 'Shipped To' but if my local store has it in stock my invoice says 'Location'.

 

[Expos of 1969]

What does it say under LOCATION, which you have blacked out?

 

[Six0Four]

Your receipt does not show the words 'Shipped To'. Where it should say 'Shipped To' instead it say's 'Location' and also the receipt does not show any local delivery fee's. I am assuming Shipping Fee's for AOS stands for Apple One Service, am I correct?

Uber only do local pickups but your receipt does not indicate anything of the sort so it still begs the question why did Uber eats try to deliver your macbooks.

What has got me confused is that if your macbooks were going to be delivered by UPS or Fed EX or a courier like that, your invoice would be saying 'Shipped to' but because it says 'Location' that implies to me that it's meant to be a local pick up from a store. The only reason I am asking is because I have had invoices from a same company that I buy stuff from and if they have not got it at my local store and it has to be shipped from their warehouse the invoice I get says 'Shipped To' but if my local store has it in stock my invoice says 'Location'.

Ya I really don’t know what to tell you. I made an order online, paid $13 for same day delivery by courier and this is the invoice that is in my order page. It shipped from a local store. There is no reference to any store but I know it comes from one of the two stores in the city.

 

[Six0Four]

What does it say under LOCATION, which you have blacked out?

My address

 

[chmania]

Whats with the attitude guy? People have many reasons they cant make it to a store to buy in person, you think Im going to explain why to you? And dont tell me what a real receipt is, I posted the "real" receipt.

We can’t solve your problem. If you’ve lost money, we can only sympathise. But,

Shipping & Delivery - Shopping Help

Shipping is free on all orders. Find out more about everything you need to know about delivery, pickup and managing your order.

www.apple.com

 

[Six0Four]

We can’t solve your problem. If you’ve lost money, we can only sympathise. But,

View attachment 2450716

Shipping & Delivery - Shopping Help

Shipping is free on all orders. Find out more about everything you need to know about delivery, pickup and managing your order.

www.apple.com

What are you trying to say?

I didn’t ask anyone to solve the problem. I’m looking for advice and got plenty. You’re free to move along if you have nothing to offer.

No I didn’t sign. Yes I got a text saying it’s on its way and when it was supposedly delivered. This has nothing to do with pick up.

 

[chmania]

What are you trying to say?

No I didn’t sign. Yes I got a text saying it’s on its way and when it was supposedly delivered. This has nothing to do with pick up.

Did you read the last part?

"You will also receive text messages on the day of delivery, and after your item has been delivered,"

Like I mentioned before, Apple knows where the package is in real time, and that it has been delivered. They would also know if the package has not been delivered. So, there’s further advice.

Please contact Apple Store Customer Service. They can help you, not us. Apple is a serious company, and will help to solve the problem.

 

[Lihp8270]

Did you read the last part?
View attachment 2450722

"You will also receive text messages on the day of delivery, and after your item has been delivered,"

Like I mentioned before, Apple knows where the package is in real time, and that it has been delivered. They would also know if the package has not been delivered. So, there’s further advice.

View attachment 2450723

Please contact Apple Store Customer Service. They can help you, not us. Apple is a serious company, and will help to solve the problem.

Have you read the thread?

OP has contacted multiple people at Apple who have refused to help.

 

[Six0Four]

"You will also receive text messages on the day of delivery, and after your item has been delivered,"

Like I mentioned before, Apple knows where the package is in real time, and that it has been delivered. They would also know if the package has not been delivered. So, there’s further advice.

You got no clue what you’re talking about. I DID receive a message AFTER it was “delivered”. I never said I didn’t. This means nothing. You think the thief driver can’t scribble my name on his phone and mark delivered while sitting out front my building?

Apple does not know if the delivery guy was on my floor, in my alley or on the damn roof.

Apple has the police report number and if they have proof it was delivered they would call the 2 cops investigating it and tell them. I’m sure they would show up at my door pretty fast.